Here is a quick look at our performance and how we are doing. We will update you with our performance in each newsletter and on our website.
Summary of Approach to Surveys
Between August - September 2023, we collected Tenant Satisfaction Surveys through telephone interviews with our customers. As we manage fewer than 1,000 Low-Cost Home Ownership properties, our reporting focuses solely on Low-Cost Rent Accommodation for which we have over 1000 properties.
Our 2023 Tenant Satisfaction Measures Survey (TSM) was conducted using the following survey transcript:
Representative Breakdown of Sample
In order to ensure that our survey results are unbiased and fully represent our whole customer base, we weighted our results to adjust the data collected from a sample to reflect the total population.
In order to match the sample data to the desired population proportions, we need to calculate how much weight needs to be applied to each group in the sample (based on age range).
The weighted data proportions of age group now match the population's proportions:
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| Tenant overall satisfaction with the service their landlord provides |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - "Taking everything into account, how satisfied or dissatisfied are you with the service provided by Arches Housing?" A positive response = "Fairly Satisfied" or "Very Satisfied" | |
| Satisfaction with repairs |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repair service from your landlord over the last 12 months? Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord? A positive response = "Fairly Satisfied" or "Very Satisfied" | |
| Satisfaction with time taken to complete most recent repair |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | |
| Satisfaction that the home is well-maintained |
Target Score |
288 Customer Surveys completed between August 2023 -September 2023 answering the question; - How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained? This measure will be based on the percentage of tenants who say they are satisfied. | |
| Homes that do not meet the Decent Homes Standard |
Target Score |
This measure is based on the percentage of a landlord’s homes that do not meet the Decent Homes Standard. This is a government document describing conditions that social homes should meet. | |
| Repairs Completed within Target Timescale Non Emergency |
Target Score |
This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. The target times for these types of repairs are between 7 days and 28 days | |
| Repairs Completed within Target Timescale Emergency |
Target Score |
This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. The target time for these is 24 hours |
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| Satisfaction that the home is safe |
Target Score |
"Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?" A positive response - "Fairly Satisfied" or "Very Satisfied" | |
| Gas Safety |
Target Score |
This measure is based on the percentage of homes that have had all the necessary gas safety checks. | |
| Fire Safety |
Target Score |
This measure is based on the percentage of homes in buildings that have had all the necessary fire risk assessments. | |
| Asbestos |
Target Score |
This measure is based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections. | |
| Water Safety Checks |
Target Score |
This measure is based on the percentage of homes that have had all the necessary legionella risk assessments. Legionella is a bacteria that can make people ill if it gets into water supplies. | |
| Lift Safety Checks |
Target Score |
This measure is based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks. |
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| Tenant satisfaction that their landlord listens to their views and takes notice of them |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - "How satisfied or dissatisfied are you that Arches Housing listens to your views and acts upon them?" with a positive response - "Fairly Satisfied" or "Very Satisfied" | |
| Satisfaction that the landlord keeps tenants informed about things that matter to them |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you? This measure will be based on the percentage of tenants who say they are satisfied. Positive satisfaction - "Fairly Satisfied" or "Very Satisfied" | |
| Tenant satisfaction that Arches treats customers fairly and with respect |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - "To what extent do you agree or disagree with the following: Arches treats me fairly and with respect" Positive satisfaction - "Agree" or "Strongly Agree" |
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| Tenant satisfaction with landlord’s complaints handling |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Have you made a complaint to your landlord in the last 12 months? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling? with a positive response - "Fairly Satisfied" or "Very Satisfied" | |
| Number of Complaints Relative to Size of Landlord - Stage 1 |
Target Score |
This measure is based on the number of Stage 1 complaints we receive for each 1,000 homes we own then extrapolated to an annual figure as the figure would only rise throughout the year i.e. this is half year figure multiplied by 2 | |
| Number of Complaints Relative to Size of Landlord - Stage 2 |
Target Score |
This measure is based on the number of Stage 2 complaints the landlord receives for each 1,000 homes we own then extrapolated to an annual figure as the figure would only rise throughout the year i.e. this is half year figure multiplied by 2 | |
| Complaints responded to within Complaint Handling Code timescales - Stage 1 |
Target Score |
This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 10 working days from receiving complaint | |
| Complaints responded to within Complaint Handling Code timescales - Stage 2 |
Target Score |
This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 20 working days from escalation date. |
| Indicator | Numbers |
Key |
Comment |
|---|---|---|---|
| Tenant satisfaction with landlord actions to keep communal areas clean and safe |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained? with a positive response - "Fairly Satisfied" or "Very Satisfied" | |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood? This measure will be based on the percentage of tenants who say they are satisfied. Positive satisfied - "Fairly Satisfied" or "Very Satisfied" | |
| Satisfaction with the landlord’s approach to handling anti-social behaviour |
Target Score |
288 Customer Surveys completed between August 2023 - September 2023 answering the question; - How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour? This measure will be based on the percentage of tenants who say they are satisfied. Not every tenant will have reported a formal anti-social behaviour case to their landlord, but Arches are required to ask this question of everyone being surveyed | |
| Anti-social behaviour cases relative to the size of the landlord - Hate Incidents Only |
Target Score |
This measure will be based on the number of anti-social behaviour cases (hate incidents only) opened for each 1,000 homes the landlord owns | |
| Anti-social behaviour cases relative to the size of the landlord |
Target Score |
This measure is based on the number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents. This is then extrapolated to an annual figure i.e. result for half year multiplied by 2 |
